Project Manager Customer Service
Resume:
Sadhana
acb4ey@r.postjobfree.com
Professional Summary:
• 7+ years of wide-ranging experience as a Business Analyst in development and enhancements
of applications in Financial Services and Insurance Domain.
• Expertise in gathering user requirements, analyzing and preparing Business Requirement
Documents (BRD), Functional Specifications Document (FSD), System Requirement
Specification (SRS), and propose changes for process improvement.
• Expertise in developing artifacts as per various Software Development Lifecycle Methodologies
(SDLC) such as Rational Unified Process (RUP), Agile (Scrum), Waterfall, RAD, and Iterative.
• Hands-on experience with process modeling techniques using UML – Use Cases, Work Flow
Diagrams, Data Flow Models, Swim Lane Diagrams, Sequence Diagrams, and Activity
Diagrams using MS Visio
• Experience working with Object Oriented Analysis and Design (OOAD) and Rational
Rose/Rational Pro
• Expertise in conducting GAP Analysis to document as-is and to-be application functionalities
• Experience in facilitating JAD sessions to bring system developers and users together in a
productive environment
• Hands-on experience in performing SQL queries for data analysis and testing.
• Proven expertise in supporting QA team to document Test Plan, Test Cases and Test Scenarios
• Proficient in creating Requirement Traceability Matrix (RTM) for reviewing & tracking business
requirements against test cases
• Experience in conducting User Acceptance Testing (UAT), End User Training and SWOT
Analysis
• Experience in implementing Change Management Process (Identify, Analyze, Evaluate, Plan,
Implement, Review and Close).
• Experience in creating Mockup screens and Wireframes
• Experience in preparing RACI Matrix (Responsible/Accountable/Consulted/Informed)
• Experience in adopting elicitation techniques like Interviewing, preparing questionnaires,
conducting Brainstorming sessions and Story Board Workshop and Focus Groups.
• Worked on QTP, Win Runner, Load Runner
• Identifying the Key Stakeholders and End Users associated with the project.
• Updating and maintaining Change Request Logs and Risk Register.
• Expertise in conducting Kick off Meetings for the PM and developers in order to discuss the
implementation of the project.
• Expertise in identifying Non-Functional Requirements and capturing them to the SRS document
and working with the Project Manager in identifying and managing the Scope Creep
consequences
• Hands-on experience in understanding the Problem and Objectives of the stakeholder.
• Familiarity with Project Charter, Statement of Work, RFP, Business Case, GAAP, Journal
Entries, Mitigation Plan, Contingency Plan and Feasibility Study
• Have experience working with Waterfall methodology
• Experience working with Private Equity, Hedge Funds, Capital Call Letters, Distribution
Letters, Fund Financial Statements, Quarterly Reports, SOX Review, Anti-Money
Laundering (AML-Compliance), KYC, Cash Management, Swaps and options, SWIFT, Wire
Instructions, Global Payment Processing, Derivatives, Trading, Equities and US
Tax/Assessment Notices
• Experience working with Property/Casualty Insurance, Pension Plans, Claims, Annuities,
General Liabilities and Professional Liabilities
• Strong communicator and problem-solver skilled at analyzing/eliciting business needs and
transforming them into technical designs, applying technical skills and business knowledge to
achieve good results.
Technical skills:
Process/Modeling Tool: Software Development Life Cycle (SDLC), Rational Rose, Rational
Pro and Pencil tool
Methodology: UML, RUP, Agile
Languages: SQL
Office Tools: MS Office, PowerPoint, Visio.
Technology: SharePoint 2010
Professional Experience:
Jeffries Investment Bank, NYC, NY Jan’13- Till Date
Business Analyst
Description:
Jefferies offer deep sector expertise across a full range of products and services in investment banking,
equities, fixed income, commodities, wealth and asset management in the Americas, Europe and the
Middle East and Asia.
The project objective is to develop an internal portal that captures all the proceedings involved in the
application approval process of a potential customer. The main objective of the portal was to integrate all
the activities involved in the approval process into one database instead of multiple databases. I am
associated with the team as a Business Analyst in gathering requirements and documenting them, and
assisting the entire team as and when needed.
Responsibilities:
• Effectively managed timelines throughout SDLC process under Agile methodology.
• Conducted user review meetings to review requirement specifications.
• Created and reviewed Business Requirement Document, Functional Requirement
Document and System Requirements Specification that supported the overall objective.
•Participated in Daily Scrum Meetings, Sprint Review Meetings held by the Scrum Master
following Agile Scrum Methodology
•Assisted the Scrum Master in performing Project Management tasks such as creating Project
Plan, maintaining Issue Log, Sprint Backlog, supplied project status updates and follow-ups
on open issues
• Performed GAP Analysis for new functionality requirements and prioritized them based on the
business needs.
• Created and designed Mockup Screens and Wireframes for GUI and UI using Pencil tool
and MS.Visio
•Created UML diagrams such as Use Case Diagrams, Process Mapping Charts, Sequence
Diagrams, Business Process Flow Diagrams and Activity Diagrams
• Created and maintained Traceability Matrix during the Software Development Life Cycle
• Assisted the team in Manual and automated testing Strategy.
• Performed Impact Analysis for change requests & implemented the change request
procedures.
• Worked directly with software engineers to ensure clear communications on requirements
• Created Use-Cases to document business needs.
• Facilitated JAD Sessions and Kickoff Meetings.
• Assisted the QA team in reviewing their Test Plans, Test Cases and supported the QA
Testing.
• Held training sessions with cross team members for good communication and knowledge.
• Assisted the QA team in running test scripts with the help of QTP
• Performed SQL queries for analyzing and testing data.
•Meet with the developers and technical content writers on a daily basis to update test documents.
• Conducted UAT testing in order to compare the desired results against the requirement
documents.
Environment: Windows7, UML, MS Project, MS Visio, OOAD, SQL, SharePoint 2010
Amica Insurance, RI Nov’11 –
Jan’13
Business Analyst
Amica is a direct writer of personal insurance with auto, homeowners, personal excess liability
and marine coverages. The company is known in the insurance industry for its financial strength
and exceptional customer service. The Project’s objective was to add enhanced features to the
existing Property/Casualty Insurance customer databases (Personal - auto, home owner,
personal liability, marine inland) in order to make it accessible to all the teams existing under
one management group. The insurance underwriting, rating and claim calculators were added to
the existing database with an additional feature of report extraction in various formats
Responsibilities:
• Gathered business requirements by interacting with the SMEs, end-users and created Business
Requirements Document (BRD); transformed the requirements to system specifications and
created System Requirements Specifications (SRS)
• Conducted user interviews, gathered requirements and analyzed the requirements.
• Followed Agile Methodology–Scrum throughout the life cycle of the project
• Participated in daily Scrum Meetings, Sprint Review Meetings conducted by the Scrum
Master.
• Designed Mockup Screens and Wireframes using MS.Visio
• Participated in JAD sessions – problems solving and documenting new change requirements,
development delays and managing expectations
• Ensured that all Artifacts were in compliance with corporate SDLC guidelines and company
policies
• Worked extensively with MS Excel for creating Requirement Traceability Matrix
• Created UML diagrams such as Use Case Diagrams, Sequence Diagrams, Business Process
Flow Diagrams using MS Visio to depict the system functionality as per the requirements
• Worked closely with SME’s and gained understanding of various functionalities, performance
measurements and incorporated their requirements
• Supported the testing team in developing Test cases for key modules including Underwriting,
Claims, Annuities, Insurance Premium Amount etc.
• Assisted developers in manual testing and reporting the errors on timely basis.
• Extensively participated in UAT testing
• Conducted Visual Design Testing to understand the ‘look & feel” of the application
• Assisted QA team with testing and analyzed the results of the performance of application
• Also assisted the end users in on boarding P&C client information in order to analyze the
proper functioning of the system.
• Assisted the management in extracting statistical reports from P&C application to analyze
the system performance.
Environment: Windows7, UML, MS Visio, OOAD, SharePoint 2010
Credit Suisse, NYC, NY Jan’11- Nov’11
Business Analyst
Description:
Credit Suisse Group is a leading financial services company, advising clients in all aspects of finance,
across the globe and around the clock. Was associated in development of a portal that would cover
all aspects of the backend user application flow - from capturing customer portfolios to processing
and generating his monthly correspondence. My team started the project with the clear aim of
ensuring that a lot of measurable data was maintained and generated, which would clearly
demonstrate the success of the project.
Responsibilities:
• Gathered business requirements by interacting with the SMEs, end-users and created Business
Requirements Document (BRD); transformed the requirements to system specifications and
created System Requirements Specifications (SRS)
• Conducted user interviews, gathered requirements and analyzed the requirements.
• Involved in identifying the users and appropriate interviewing methods, understood current
business processes, Business Rules and Constraints and gathered requirements
• Follow up with developers on defects status on a regular basis.
• Designed the Mockup Screens and Wireframes for GUI and UI using Pencil tool and MS Visio
• Participated in JAD sessions – problems solving and documenting new change requirements,
development delays and managing expectations
• Capturing the Minutes of the meeting (MOM)
• Ensured that all Artifacts were in compliance with corporate SDLC guidelines and company
policies
• Coordinated with the development team to check the weekly status and report the same to the
project manager.
• Created UML diagrams such as Use Case Diagrams, Sequence Diagrams, Process Mapping
Charts, Business Process Flow Diagrams and Activity Diagrams using MS Visio to depict the
system functionality as per the requirements
• Worked closely with SME’s and gained understanding of various functionalities, performance
measurements and incorporated their requirements
• Supported the testing team in planning the Test Scenarios based on Business and Technical
Specifications
• Extensively participated in UAT testing
• Assisted QA team with testing and analyzed the results of the performance of application
Environment: Oracle, Windows XP, MS Visio, PowerPoint, UML, MS Office
FedEx, Pittsburgh, PA Mar’10 – Jan’11
Business Analyst
Description:
More than 30 medium and large sized Domino applications are individually analyzed, designed and
migrated to SharePoint sites. More than 100,000 documents migrated from Domino. ACL migration
involves migration of list of authorized users from each application to the respective SharePoint sites.
Worked closely with the Sr.Business Analyst by assisting him with the following responsibilities.
Responsibilities:
• Followed Agile Methodology–Scrum throughout the life cycle of the project
• Prepared Business Requirement Documents, Functional Requirement Documents and
System Requirement Documents using Rational Rose, Requisite Pro – RUP .
• Participated in daily Scrum Meetings, Sprint Review Meetings conducted by the Scrum
Master.
• Organized JAD Sessions to resolve issues arising among the teams involved in the project
• Developed Context Diagrams, Wireframes and Swim Lane Diagrams, which helped in Rapid
prototyping and identifying potential problems early in the process.
• Maintained matrices for tracking change requests and defects
• Created Work Flow Diagrams using MS VISIO-UML
• Created Requirement Traceability Matrix to maintain all the requirements extracted from the
Users and stakeholders.
• Coordinated with the development team to check the weekly status and report the same to the
project manager.
• Conducted UAT testing in order to compare the desired results against the requirement
documents.
Environment: Windows7, UML, Visio, PowerPoint, SharePoint 2010, Rational Pro/Rose.
Cognizant Technology Solutions Pvt Ltd Sep’06 – Feb’10
Business Analyst
Hyderabad, INDIA
Description: Worked with an Alternative Investments Group in gathering requirements for
reconstructing Private Equity and Hedge Fund applications. These applications enabled the end users
to update investor contact information, update Wire information, extract Capital Call and Distribution
letters, Fund Financial Information, Semi-Annual status reports and to upload investor documents.
Responsibilities:
• Worked with the end users in understanding the existing system/applications and capturing their
new requirements.
• Closely worked with SME’s and gained understanding of various functionalities, performance
measurements and incorporated their requirements
• Documented the requirements using MS.Word, Power Point and UML
• Created Business Requirement Document and Functional Requirement Documents
• Assisted Sr. Business Analyst in the preparation of System specification Documents.
• Worked closely with Sr. Business Analyst in creating Swim Lanes, Use cases and Use case
Diagrams using MS-Visio
• Conducted JAD sessions in resolving conflicts arising between end users and developers
• Captured the changed requirements from users and assisted the Project manager in preparing
Impact Analysis.
• Performed AML (compliance) reporting using OFAC for previous day’s wire transactions
• Performed SOX analysis every month to check the accuracy of the accounts
• Created and reviewed the Requirements Traceability Matrix in different stages of the project
lifecycle
• Participated and facilitated UAT by creating schedules and coordinating with technical teams to
address issues in UAT
Environment: .Net, Windows XP, MS-Office, PowerPoint, UML and MS-Visio
Thomson Reuters Tax & Accounting/ Deloitte Oct ‘05-Aug’06
Tax Analyst
Hyderabad, INDIA
Description: USA Property Tax Services - Processing USA Tax Bills and Assessment Notices
Responsibilities:
• Attending weekly Leadership calls from Stamford, USA, to discuss about the Workflow,
client’s requirements, expected projects for the week and report the work status to US counterparts
• My work as a regional lead included reviewing the work done before sending to US
• Updating daily MIS and Project Trackers.
• Working on various projects like updating Client’s information into Atlas Tax (internal portal),
researching client’s tax information on the county websites, running and extracting client’s reports
with the help of this portal. To provide assistance to other regions during their busy schedule.
• Calling US Tax County offices for Client’s tax information.
Bharthi Televentures Limited (Airtel) Nov’04 – Sep’05
Associate
Hyderabad, INDIA.
Responsibilities:
• Telecalling the customers and reminding them about their outstanding payments
• Proactively calling the customers and resolving their queries and complaints
• Sending and updating daily MIS reports
• Telecalling the targeted customers and explaining them about special packages offered.
• Took the team’s responsibility in the absence of Team Lead for the last five
months in the organization
Educational Profile:
• PG. Diploma in Business Management
• Bachelor of Commerce
Contact this candidate